Issue Date: 10-07-20
Thank you for your continued patience and support. We know many of you are keen to get back into the venues we host as soon as possible, and we are working hard towards achieving this.
With the government announcement yesterday, we feel ready to commence our action plan with a view to re-opening. With that in mind, we thought it would be useful for us to keep you informed about where we are and what steps we are taking to get open.
Get the site COVID Secure
We operate at around 70 different venues and the situation on the ground at each one is unique. We need to make each venue COVID secure and gain agreement with the client school to open up. We have 18 Venue Managers who will need to undertake the relevant site-level risk assessments and implement the necessary controls to make sure we keep all the users of the site safe. Our HR & Compliance Director has now completed his assessment of what is required, having referenced all the relevant guidance. Next week we will be un-furloughing our Venue Managers and they will be visiting sites and driving us forward.
We can only operate with the consent and support of our client schools. As such, they will need to sign off the plans we develop for opening. As you can imagine, they will have questions and concerns that we will need to address. We are confident of gaining approval in the majority of cases however the opening of some sites may take longer as we advance through this.
We anticipate this process will take at least all of next week, and we will prioritise sites where we need to be open to facilitate holiday clubs.
Once we have agreement from our client on our proposed operating procedures, we will begin training site staff in these, so we are ready to host you.
Engaging with customers
When we have gained the agreement from our client to open, we will start to proactively contact you to invite you to return. Our initial priority will be to invite customers who have a current and active contract. Then we will be inviting existing customers who have previously had a contract to consider whether they wish to come back. Finally, we will assess the new booking enquiries we have had in during the period of closure. We hope you can understand the logic behind this order.
We would ask for you to wait for us to contact you, please. We know many of you are very keen to get back to whatever it is you do at our venues and we are delighted that we will soon be able to host you. There is however a lot of work for our Customer Contact team to work through and unfortunately, we might not be able to be as responsive as we like as we put our customer base back together. We promise we will contact all of you and work as fast as we can through the backlog.
What else do I need to know?
We recently published an earlier FAQ which can be found below this update. This is all still relevant. We are going to need you to think about the COVID Secure guidance for your activity and provide us with that assessment. For some activities, we will be able to lean on the advice from National Governing Bodies. For example, for a football activity, we would expect you to follow the FA prevailing guidance and we will be putting a clause in all new contracts to require that. For more complicated bookings we will require a more tailored approach. We will speak to you about this when we are ready to invite you back. We will be publishing pro-forma risk assessments by activity on our site as we create them. We would encourage you to think about this ahead of time as it will help us get you back in the site at the earliest opportunity.
So, when will we be back?
Bearing in mind all of the above, we think it will take a couple of weeks to get ourselves where we need to be to host you. This is only an estimate based on what we know today. In some cases, we may be able to be up and running sooner (holiday camps), whilst in others, we might run into issues that prevent us from being ready in a couple of weeks.
Rest assured we are working to get back to business as soon as we can. Expect contact from our team in the next couple of weeks.
Please read our FAQ surrounding reopening plans.